EFFECTIVE COMMUNICATION AND JOB PERFORMANCE IN BANKING INDUSTRY (A CASE STUDY OF FIRST BANK OF NIGERIA, UYO)

    EFFECTIVE COMMUNICATION AND JOB PERFORMANCE IN BANKING INDUSTRY (A CASE STUDY OF FIRST BANK OF NIGERIA, UYO)

TABLE OF CONTENTS

Title page  –        –        –        –        –        –        –        –        –        i

Certificate  –        –        –        –        –        –        –        –        –        ii

Declaration         –        –        –        –        –        –        –        –        –        iii

Dedication –        –        –        –        –        –        –        –        –        iv

Acknowledgement      –        –        –        –        –        –        –        v

Abstract     –        –        –        –        –        –        –        –        –        vii

Table of Content –        –        –        –        –        –        –        –        viii

Chapter one: Introduction

1.1 Background of the study –        –        –        –        –        –        1

1.2  Statement of the Problem        –        –        –        –        –        4

1.3 Objectives of the Study   –        –        –        –        –        –        5

1.4 Research Question –        –        –        –        –        –        –        6

1.5 Significance  of the study-        –        –        –        –        –        6

1.6 Delimitation –        –        –        –        –        –        –        –          7

1.7 Limitation              –        –        –        –        –        –        –        7

1.8 The Definition of Terms –        –        –        –        –        –        8

Chapter two – Review of Related Literature

2.1 Introduction  –        –        –        –        –        –        –        –        9

2.2 Communication flows in an organization –        –        –        10

2.3 Form of Communication –        –        –        –        –        –        15

2.4 Components of Communication Process   –        –        –        22

2.5 Communication methods         –        –        –        –        –        –        27

2.6 Theoretical  Framework –        –        –        –        –        –        35

Chapter Three – Research  Methodology

3.1 Introduction  –        –        –        –        –        –        –        –        39

3.2 Research Design    –        –        –        –        –        –        –        39

3.3 Area of the study   –        –        –        –        –        –        –        40

3.4 Population of the Study  –        –        –        –        –        –        40

3.5 Sample and Sampling Technique     –        –        –        –        40

3.6 Validity and Reliability of Instrument      –        –        –        40

3.7 Method of Data Collection       –        –        –        –        –        41

3.8 Method of Data Analysis         –        –        –        –        –        –        41

Chapter Four – Data Presentation, Analysis and Interpretation     

4.1 Introduction           –        –        –        –        –        –        –        42

4.2 Presentation  of Data –     –        –        –        –        –        –        42

4.3 Discussion of Finding     –        –        –        –        –        –        50

Chapter Five –  Summary, Conclusion and Recommendation

5.1 Summary      –        –        –        –        –        –        –        –        53

5.2 Conclusion    –        –        –        –        –        –        –        –        54

5.3 Recommendation   –        –        –        –        –        –        –        55

References

Appendices

CHAPTER ONE

INTRODUTION

1.1     The Background of the Study

Effective communication is significant to managers and workers in organizations because it enables them to perform their basic functions of management; planning, organizing, leading and controlling Elashmawi and Harris, (2000). Effective communication also helps workers and managers to perform their jobs and responsibilities. It serves as a function for planning Gamble and Gamble (2002). Essential information must be communicated to the workers and managers who in-turn must communicate the plans so as to implement them. Organizers also require effective communication about their job task. Similarly leaders must communicate effectively with their subordinates to achieve the team goals and controlling is not possible without written and oral communication Harris, (2002).

Effective communication according to May, Steve, Mumby and Dennis K., (2004) can be defined simply as the process where the message sent is being received and acted upon as intended by the sender. Managers devote a great part of their time to communicate; they spend great time on face- to – face, telephonic and written communication with their superior, subordinates, colleagues, customers or suppliers. Managers must also use written communication form of letters, report or memos wherever oral communication is not feasible.

Thus, we can say that “effective communication is a building block of successful organizations” May, Steve, Mumby and Dennis K. (2005), in other words communication acts as organizational blood.

When communication is not effective, the end result